Responsible to perform evaluation of inbound and outbound calls and Insurance Follow-through account activity to ensure consistent monitoring of HBCS Insurance Operations staff in accordance with HBCS quality standards and regulatory guidelines. 

Conduct on-going monitoring and scoring of inbound and outbound telephone calls and account resolution activity to ensure that quality complies with company and regulatory standards, and to identify trends and training opportunities

Document quality issues and performance measures. Provide written feedback and constructive coaching to customer service account staff to ensure continuous improvement in account resolution activity.

Responds to inbound calls from patient, insurance carriers or member hospitals/health systems regarding account status, to secure payment of insurance liabilities for an inventory of patient accounts.

Investigates and documents status of these accounts on behalf of member hospitals and health systems, and records status of collection efforts to a variety of HBCS systems and member systems.

Required Skills

Eligible candidate must have

• 2-4 years of related HBCS Insurance Follow-through, quality management and/or staff development experience in a contact center environment.
• Exhibit proven solid interpersonal and communication skills, particularly strong written and grammatical skills.
• Exhibit sound analytical and investigative skills to identify trends, and above average knowledge and mastery of the FACS system and other HBCS/client production systems.
• Must be self-directed and have exhibited strength in consistently meeting required daily, weekly, and monthly performance metrics.

Required Experience

Eligible candidate must have

• 2-4 years of related HBCS Insurance Follow-through, quality management and/or staff development experience in a contact center environment.
• Exhibit proven solid interpersonal and communication skills, particularly strong written and grammatical skills.
• Exhibit sound analytical and investigative skills to identify trends, and above average knowledge and mastery of the FACS system and other HBCS/client production systems.
• Must be self-directed and have exhibited strength in consistently meeting required daily, weekly, and monthly performance metrics.